Lauren Hoyt, Editor, SearchCRM provides some great perspective on the difference between CRM and CEM( Customer Experience Management):
First there's the question of a definition. I asked Lior Arussy, one of the thought leaders in this arena, to define customer experience management.
According to Lior, a customer experience is the total value proposition provided to a customer, including the actual product and all pre- and post-sales interactions with the customer. Meanwhile, CEM is the science and art of managing all interactions with customers across all touch points in order to maximize the value provided to customers.
"There are quite a few differences between [CRM and CEM]," Martha said. "If we look at CRM, that's how a customer looks to a company. And if we think about CEM, that's really how the company looks to the customer ...we're talking about making it worthwhile to do more business with us because we become more worthwhile to them. It's taking the time to see their point of view, understanding how to be reciprocal with them, understanding how to be trustworthy."
"CEM systems and CRM systems serve different, although complementary, purposes," he said. "While CEM is about creating the best customer experience, CRM is about managing relationships while focusing on maximizing revenues. CRM is tools geared to manage and analyze customer information, while CEM is tools geared to enable and enhance customer interactions."